Job Title: Operations Manager Neighbourhood Services
Reporting to: Head of Neighbourhood Services
Direct Reports: Housing Officers, Assistant Housing Officers, Housing Administrators, Tenancy Sustainment Officers
Location: Hybrid (UK-based)
Contract Type: Permanent Hours: Full-time (flexibility required, including occasional evening/weekend work)
About the Organisation We are a large social housing provider managing a diverse portfolio of general-needs homes across multiple communities. Our mission is to provide safe, secure, and affordable homes while building sustainable, thriving neighbourhoods. We are data-led, resident-focused, and committed to continuous improvement and partnership working.
Role Purpose As Operations Manager Neighbourhood Services, you will lead the day-to-day delivery of tenancy and neighbourhood management services across designated geographical patches. You will manage and develop a multi-disciplinary team, using performance data and resident insight to drive service improvements, enhance resident satisfaction, and create safe, cohesive communities.
Working closely with the Head of Neighbourhood Services and a range of internal and external stakeholders, you will play a key role in shaping and delivering the strategic plan for neighbourhood services, with safeguarding, compliance, and resident-centred outcomes at the core.
Key Responsibilities
Service Delivery & Team Leadership
* Lead, coach, and performance-manage a team of housing professionals to deliver a visible, consistent, and high-quality housing management service.
* Ensure effective tenancy management, estate inspections, enforcement action, and resolution of anti-social behaviour in line with organisational standards and regulatory requirements.
* Build strong partnerships with local authorities, police, support agencies, and community organisations to keep neighbourhoods safe and support vulnerable residents.
* Prepare performance reports and contribute to governance/board-level reporting as required.
Data-Driven Performance & Continuous Improvement
* Use data, trend analysis, and resident insight to monitor performance, identify risks early, and implement improvement plans.
* Embed a culture of evidence-based decision-making across the team.
* Support the development and delivery of service transformation and digital innovation projects.
Customer Focus & Tenancy Sustainment
* Ensure services are inclusive, accessible, and responsive to diverse resident needs.
* Proactively identify residents at risk of tenancy failure and coordinate early intervention with internal and external support services to prevent homelessness.
* Lead or support the development and annual review of tenancy management policies and processes.
* Oversee the resolution of complex complaints, ensuring learning is embedded into service improvements.
Neighbourhood & Estate Management
* Implement a robust estate inspection framework to maintain clean, safe, and well-maintained neighbourhoods.
* Promote community cohesion through resident engagement initiatives, events, and partnership projects.
* Identify opportunities to leverage social value and external funding for community-benefit projects.
Compliance & Risk
* Ensure full compliance with relevant housing legislation, regulatory consumer standards, data protection, and health & safety requirements.
* Identify and manage safeguarding risks, escalating appropriately and working with specialist agencies.
* Maintain operational risk registers and contribute to business-continuity planning.
Budget & Resource Management
* Manage delegated operational budgets, delivering value for money and aligning spend with strategic priorities.
Corporate & Collaborative Working
* Actively contribute to organisation-wide objectives as part of the wider management team.
* Break down silos, share best practice, and foster a one-team culture.
Leadership Expectations
* Inspire and motivate teams to deliver excellence, providing clarity, support, and constructive challenge.
* Champion equality, diversity, inclusion, and belonging in all areas of work.
* Role-model resilience, accountability, and a solutions-focused approach.
* Coach and develop team members, building capability and future leadership talent.